“I recently wrote a not so pleasant review with regards to Citymain administration. I have deleted it due to Royal Mail explaining the current situation, the lack of staff and closures resulting in delays in deliveries. Since we weren't made aware of the situation with Royal mail, I would like to apologise for that.
Though I understand the situation, I still think the company should have been in contact via emails and calls Royal Mail so that all customers are updated with the situation.
“Currently awaiting contact AGAIN from this company. Have made a claim over two weeks ago which was approved and have still not received a phone. Every step of the claim has had a “3-5 waiting day” period in order to process so each “step” has delayed the process unnecessarily. Was told that my phone was being repaired and they were awaiting parts only to be informed 5 days later that it has been deemed beyond economical repair and they will be sending a replacement within 3-5 working days. Was then contacted after this time by email to be told they cannot source a replacement device and will offer a replacement to the “market value” of the phone (which was wayyy under value considering the phone was insured as brand new) they offered me a lower value different phone worth £289 when my insured phone was worth £800. I explained I was willing to accept a refurbished or replacement of the same device I have insured but they have stated they cannot source it and are unwilling to purchase a brand new device unless I am willing to pay the difference. These circumstances were not stipulated in the T&C’s of the contract. Note, my policy states they will replace the device with a refurbished device or new if a refurb is not possible. When you take out insurance you expect to be insured for the exact phone you have paid insurance for (even the phone colour) I expected a like for like device but they cannot source it and are refusing to provide a new device..instead offering me phones of a different make or cheaper versions of my original device. I am so annoyed and have raised a complaint but no surprise...this also takes “3-5 working days” to receive a response. Do not waste your money insuring with this company. They do not stand over anything and make up their rules as they go along. Would have give less than one star if possible.”
I made the first contact on 06/01/2019 without success, again I tried to claim on the next day, from here everything started to not work. Unfortunately, it takes one to two days to replay my email, and when they respond they still request more documentation thus making it delay even more.
There is no respect for the consumer, and they do not care if the customer needs a cell phone or work with it, the only thing they are worried about is if you are paying for the insurance. I have more than a month waiting for the device and when they sent it, it came fault, so I have to send back again. Now another week waiting without answers and no information on when I will have the cell phone.
The worst communication I ever saw.
Unfortunately, the customer services informed that they will try to fix the same phone, so when they fixed they will send the same one, REALLY? Does not make any sense make the client wait, why not send another?.